Focus on innovation
To bring new innovation you need a strong flywheel in which everyone knows their role and can follow data. That is a machine. But there is also the fear of being disrupted. How do you move into a new segment in a culture where people are used to have the data? When Booking.com started Mobile they moved into a complete new discipline. Putting in the energy to build the same knowledge and experiment in this new field. That is why Booking continues to invest in new products, to remain successful in the future and focus on innovation.
Responsibility of the biggest
When it comes to dealing with the responsibility of being the biggest in the industry Gillian refers to Booking.com like the elephant behind the tree in its earlier days. As Booking grew and become so big with it came a responsibility to lead because as Market leader, we are influencing everything. When a company grows to the size like Booking it also brings a public eye. For example, the controverse in the news when Covid started. Gillian explains the decisions made, the amount of people employed and the importance for the Dutch economy to overcome such a crisis. Looking back, Gillian would not have acted differently. It was important to look at what was necessary to survive. And again, the culture of Booking came through and its innovative strength. So, Booking looked forward on how to adapt to a new successful model in which we as always follow the customer. How do they travel now and then use that data in this new situation?